We are currently partnering with a well-respected ICT support provider, based in Cornwall, who are looking to strengthen at a time of rapid growth by bringing onboard a technically experienced Senior IT Engineer.
This varied role will require the post holder to assume responsibility for handling incoming support calls, visiting customer sites, providing high level technical and assisting the department manager with all aspects of the running of the department when required. Therefore, the successful candidate must have exemplary communication skills, as well as technical and mentoring skills.
Duties & Responsibilities
To ensure delivery of high quality remote and on-site support services
Recording a physical and virtual infrastructure is maintained for all clients allocated to the engineer
To ensure the speedy and one-time resolution of support issues
To ensure that all systems and procedures implemented by the company are used to track logged issues, ensuring the all issues are recorded correctly and that support time is logged accurately.
To be aware of escalating support issues and manage them accordingly with in relevant SLAs
Ensuring all clients are communicated with effectively and on a timely basis
Get involved in the resolution of any internal service administration issues as required.
To ensure that our customer records are kept up to date and secure.
To gather and refine requirements from meetings and conversations with customers based on their specific system and technical requirements and build high quality system specifications.
To create and maintain any required software, system and user documentation to ensure all relevant information is available to any engineer providing client support
To ensure that all customer systems are updated in a timely manner and that they are reviewed regularly for general maintenance
To manage your workload & daily priorities in line with the requirements of the company ticketing system.
To ensure that you and other members of the team document tickets fully, resolve issues quickly and communicate with customers in a timely and professional manner.
To ensure that customers are supported to a level aligned with the priority of the issue and customer support contract.
To ensure that the month by month support services productivity stats are reviewed monthly and any reduction in individual productivity is investigated.
To ensure that growth and sales opportunities are pursued in a timely manner.
To ensure that all projects and individual customer maintenance tasks are correctly costed, approved and completed to ensure they are in line with company profitability guidance
To ensure that all customer / internal issues and spent time on both internal systems and client chargeable work is properly recorded within the ticketing system to ensure that accurate invoicing can be produced.
To ensure that any support services best practice guidance are made available to all staff and that all such standards are used, monitored and any discrepancies are addressed in a timely and effective manner.
To provide the development team with technical guidance on new and existing development projects and ensure that all infrastructure and technology choices are well thought through and costed to ensure they align with company commercial expectations.
To provide guidance and leadership in all aspects of the team's work with a focus on customer service, productivity, performance, growth of revenues, reduction of expenses and build team cohesion.
Preparation of client service proposals and service renewals in a timely manner including assisting in the production of high quality and profitable proposals in response to requests to tender; including detailed development and 3rd party plug-ins/apps/subscription costings.
Take responsibility for the technical review of quotations prepared by all members of the team prior to passing to the Account Manager for final costing and approval.
To build a rapport with all existing, new and potential support services customers in order to identify relevant business opportunities and ensure that customers understand the range of services Tanist has to offer.
To identify any areas where improvement in the support services processes can be achieved to improve customer service, performance and / or profitability.
To identify areas of training that should be added to the Personal Development Plan for any members of the team to enable improvements in productivity, increases in service provision and engender employee long term satisfaction.
To complete all expenses, holiday and sickness forms in a timely manner as per the company's' contract of employment and to ensure that all development staff comply to the same.
To ensure that the vehicle allocated to the engineer is maintained in a serviceable state and that the vehicle is cleaned externally every week and internally once a month.
To ensure that records are kept of any customer equipment returned for work or onward to manufacturer for repair.
To ensure that all internal hardware and systems are maintained in a serviceable state.
To ensure that any systems needed to enable new staff to be inducted quickly are adopted.
To provide the Account Manager with accurate monthly support services performance statistics; status information relating to all IT projects that are in progress.
Candidates should apply in the first instance with their most up to date version of their CV and a breakdown of their current (or last) salary package to